Měření spokojenosti zákazníků obchodního řetězce

Abstract

The bachelor thesis is focused on the customer satisfaction measurement with retailer chain Kaufland in Jeseník and Ostrava – Mariánské Hory. The aim was to asses how customers are satisfied with a hypermarket and a comparison of satisfaction in two different large cities. The first part contains the characteristic of company and description of marketing enviroment. The following section describes the theory of trade and problematic of customer satisfaction. Next part, the bachelor project is engaged in methodology of research in which they were chosen method of questioning. The result was the statement of real status and proposal of recomending to raise the customer satisfaction of Kaufland v. o. s..